Adactin deploys Copilot Studio support agent for Maxi-Cash

Adactin has deployed an IT support agent built with Microsoft Copilot Studio for Singapore retailer Maxi-Cash, following a proof-of-concept programme.

The system is intended to help store employees access technical guidance and support across business systems through a digital interface linked to Maxi-Cash's existing workplace and service management environment.

According to the companies, the support channel gives staff access to approved information in a familiar format, aiming to reduce the time needed to find guidance and handle common enquiries. It supports chat, self-service and agent assistance, while giving the retailer greater visibility into broader service trends.

Adactin said the implementation was designed to improve support responsiveness, consistency and employee access to information. It added that access controls and information governance were aligned with Maxi-Cash's existing security, privacy, risk and compliance requirements.

Maxi-Cash is a Singapore retailer of new gold and jewellery, preloved branded merchandise and pawnbroking services. The business was incorporated in 2008.

Support process

The project focused on an internal service desk use case rather than a customer-facing retail application. By connecting the tool to existing systems, employees can retrieve step-by-step guidance for resolving issues without switching between multiple information sources, the companies said.

The approach reflects a wider effort by businesses to apply generative AI tools to internal operations, where access can be limited to approved data sets and systems built around existing governance rules. In this case, the deployment was intended to standardise responses and reduce delays in support processes used by store teams.

"One of the key benefits we identified during implementation was improved support efficiency, so we enabled chat, self-service and agent support to automatically provide users with step-by-step instructions for issue resolution," said Navneesh Garg, Chief Executive Officer, Adactin.

Maxi-Cash said the project formed part of its broader effort to support reliability and transparency in its operations. The retailer also highlighted improved internal visibility over service issues.

"We remain focused on building a customer-centred business based on reliability, quality and transparency. Adactin brought together AI implementation expertise and a strong understanding of our operating needs.

The solution has improved support responsiveness and gives our teams better visibility into service issues. It also provides a sound foundation for future service enhancements while supporting our governance requirements," said Anderson Cheng, Assistant Information Technology Director, Maxi-Cash.

Regional provider

Adactin is headquartered in Sydney and provides IT services and consulting across the Asia-Pacific region. Established in 2011, it works across Microsoft and AWS environments, as well as AI-related digital engineering and quality assurance.

The Maxi-Cash project adds to a growing body of work focused on internal AI deployments, particularly in service management functions where businesses are seeking faster response times, more consistent answers and clearer oversight of recurring problems.

For retailers, internal support systems can affect store operations in ways that are less visible than customer-facing technology projects but still material to day-to-day trading. Faster resolution of routine technical questions can reduce disruption for staff and improve consistency across multiple locations.

The deployment also highlights how retailers are testing AI tools first in controlled operational settings before considering wider use. In such cases, governance arrangements, data access controls and integration with existing management systems often determine whether a project moves beyond the pilot stage.

In Maxi-Cash's case, the implementation moved ahead after a proof-of-concept programme focused on improving support responsiveness, consistency and employee access to information.